Customer Experience Associate I

About the role

As one of the fastest-growing and most exciting brands in the industry, Crash Champions is the largest founder-led multi-shop operator (MSO) of high-quality collision repair service in the U.S. The company also operates the growing Crash Champions LUXE | EV Certified brand of highline and luxury EV repair centers, serving customers at more than 650 state-of-the-art locations in 38 states. Founded in 1999 as a single Chicago repair center by industry veteran and 2023 EY Entrepreneur of the Year Midwest award winner Matt Ebert, Crash Champions has upheld a People‑First vision for over 25 years. The Customer Experience Associate I schedules customer appointments for collision repair and estimates while adhering to all internal and external Standard Operating Procedures (SOPs). This role supports a consistent, best‑in‑class customer experience throughout the vehicle repair process, operates in a high‑volume, performance‑driven call center environment, and is fully remote, requiring a quiet workspace and reliable high‑speed internet.

Responsibilities

• Schedule customer appointments for collision repair and estimates in accordance with established Standard Operating Procedures
• Professionally manage a high volume of inbound and outbound customer communications
• Assist customers with rental car reservations and tow scheduling
• Demonstrate a strong sense of urgency while effectively managing daily workload
• Communicate with empathy, confidence, and professionalism in all customer interactions
• Respond to customer inquiries by clarifying needs, researching information, and executing appropriate next steps
• Resolve customer concerns through active listening and effective use of internal resources
• Multitask across multiple systems and communication channels to ensure accuracy and efficiency
• Follow departmental processes and procedures to maintain assignment accuracy and data integrity
• Safeguard customer and company information and maintain confidentiality at all times
• Maintain company‑issued equipment in proper working conditions and promptly report issues
• Consistently act in a manner that supports positive outcomes and high‑quality customer experience
• Perform other duties as assigned

Qualifications

• High school diploma or GED required
• Minimum of 1 year of experience in a high‑volume call center environment
• Strong verbal and written communication skills
• Demonstrated empathy and active listening skills
• Ability to multitask and manage competing priorities in a fast‑paced environment
• Strong attention to detail and accuracy
• Excellent time management and organizational skills
• Self‑motivated with a strong work ethic and ability to learn quickly
• Reliable modem and high‑speed internet meeting minimum requirements
• Ability to navigate and multitask across multiple systems, including CRM software

Benefits

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Group Life Insurance
• Disability Insurance
• 401k Retirement Plan with match
• Referral Bonus (“Cash From Crash”)
• 5 Paid Holidays

Pay

Base Compensation: $17.50 per hour + Performance Incentives: eligibility for monthly performance‑based bonuses of up to $400, tied to key operational and customer experience metrics. Posted pay range: $16.00–$19.00 per hour.

Schedule

Shift: Monday–Friday, 10:30 AM–7:00 PM CST; Saturday: 8:00 AM–12:00 PM CST